Customer Experience Consultant

About the role

OnTrac is the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S. Founded in 1986, the company is seeking a Customer Experience Consultant to join a dynamic and expanding team.

Location & Schedule

• Location: NJ, OH, IL, FL preferred (Hybrid position – 3 days on site at one of the Company's operational facilities)
• Shift Options: Regular Operating Hours (ex. 8am-5pm); Sunday–Weds, Sunday–Thurs, Tues–Sat, or Weds–Sat

Compensation

• Starting base pay range: $104k–$131k
• Full potential base salary range over tenure: $104k–$157k
• Bonus: Up to 15% bonus target
• Actual compensation determined by experience, skills, internal equity, and other job-related factors

Benefits

• Medical, dental, and vision insurance
• Life and short- and long-term disability coverage
• 401(k) retirement savings plan with company match
• Flex vacation (in states other than CA, CO, IL, MA, MT, and NE) with accruals up to 96 hours in first year, tenure-based increases up to 160 hours
• Two (2) floating holidays per year
• Paid sick leave
• Six (6) paid company holidays
• Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave
• Additional wellness and employee assistance programs

Qualifications

• Bachelor's degree required (emphasis in Operations, Supply Chain, Business, Analytics, or related field preferred)
• Experience in customer-facing operational roles, escalation management, or service recovery environments
• Experience supporting reporting, operational reviews, or customer communications preferred
• Data-aware and comfortable using reporting and performance metrics to guide decisions

Responsibilities

• Control Tower execution & escalation management: Lead real-time operational monitoring, issue intake, escalation, and resolution for assigned customers or shifts while ensuring timely responses and adherence to escalation protocols
• Critical issue coordination & documentation: Act as the primary point of contact during critical issues, coordinate cross-functional responses, and ensure escalations are documented, tracked, communicated, and followed through using centralized systems
• Customer support & communication: Support issue-resolution calls, operational reviews, and ad hoc requests while providing customers with timely status updates and clear resolution summaries
• Business reviews & reporting: Partner with senior leadership to prepare materials for MBRs, QBRs, performance updates, and customer reporting
• White glove execution: Execute white glove processes for priority customers through close monitoring, proactive risk identification, and rapid escalation; partner with leadership to implement new initiatives and ensure consistent team execution
• Operational insights & process improvement: Support daily, weekly, and monthly reporting on escalations, performance trends, and customer issues; identify recurring issues and surface trends to the Senior Manager for broader process improvement
• Cross-functional alignment & systemic escalation: Partner with Operations, Field Operations, Line Haul, and Quality to drive alignment on issue resolution and operational performance; escalate systemic issues and risks to senior leadership with clear context and recommended actions

Skills

• Strong operational mindset with ability to manage real-time execution and competing priorities
• Sound decision-making in high-pressure situations
• Clear and timely communication with internal teams and customers
• Strong attention to detail and follow-through on issue resolution and documentation
• Cross-functional collaboration and ability to influence stakeholders without direct authority